PALWENDER SINGH
VISAKHAPATNAM
Summary
Strategic Lead Real-Time Analyst with 5 years of experience in Workforce Management and Real-Time Analytics. Expertise in optimizing operational performance, managing adherence and occupancy, and enhancing productivity in high-volume contact centers. Seeks to leverage extensive WFM and RTA knowledge to drive measurable business impact.
Overview
7
7
years of professional experience
Work History
LEAD WFM
Sutherland Global Service Pvt Ltd
Chennai (Remote)
04.2025 - 01.2026
- Working as LEAD WFM in leading global hospitality
- Coached and reviewed performance of junior WFM team members, delegating tasks to enhance team effectiveness.
- Managed workflow using Aspect and Amazon Connect tools to streamline operations.
- Executed day-to-day duties with precision, ensuring operational consistency.
Senior Associate RTA
Sutherland Global Service Pvt Ltd
Chennai (Remote)
01.2023 - 04.2025
- Took lead in guiding and mentoring junior RTAs and new team members, supporting them with tools and escalation handling.
- Monitored queues and updated dashboard to enhance client visibility and engagement
- Supported clients in navigating RTA services, ensuring clarity and access to necessary resources
Customer Service Associate
Sutherland Global Service Pvt Ltd
Chennai
06.2021 - 12.2022
- Assisted Amazon Sellers with account related queries through inbound calls in Hindi
- Assisted customers with inquiries and provided product information.
- Resolved customer complaints efficiently and effectively through active listening.
- Maintained accurate records of customer interactions in the CRM system.
Manager
TKR Projects
Visakhapatnam
07.2020 - 01.2021
- Allocated tasks to engineers, supervisors, and workers; set clear targets to ensure project alignment.
- Led project teams to ensure timely completion of deliverables and objectives.
- Coordinated resources and schedules for multiple ongoing projects across departments.
- Developed and implemented operational strategies to enhance workflow efficiency.
Customer Service Associate
Concentrix
Visakhapatnam
07.2019 - 07.2020
- Provided customer support at Maruti Insurance Broking Pvt Ltd.
- Assisted customers with inquiries and resolved issues effectively.
- Managed customer accounts and processed transactions accurately.
- Collaborated with team members to enhance service delivery quality.
Education
Bachelor of Business Administration - MARKETING
DR L B COLLEGE
01-2019
INTERMEDIATE -
SRI CHAITANYA Jr COLLEGE
Visakhapatnam, AP01-2016
SCHOOLING -
SRI CHAITANYA TECHNO SCHOOL
Visakhapatnam, AP01-2014
Skills
- Workforce analytics
- Operation monitoring
- Workflow optimization
- Data management
- Microsoft Office expertise
- Staff management
- Team leadership
- Team mentoring
- Problem-solving
- Critical thinking
- Presentation design
Languages
- Punjabi, C1
- Hindi, C1
- English, B2
- Telugu, C1
Timeline
LEAD WFM
Sutherland Global Service Pvt Ltd
04.2025 - 01.2026
Senior Associate RTA
Sutherland Global Service Pvt Ltd
01.2023 - 04.2025
Customer Service Associate
Sutherland Global Service Pvt Ltd
06.2021 - 12.2022
Manager
TKR Projects
07.2020 - 01.2021
Customer Service Associate
Concentrix
07.2019 - 07.2020
Bachelor of Business Administration - MARKETING
DR L B COLLEGE
INTERMEDIATE -
SRI CHAITANYA Jr COLLEGE
SCHOOLING -
SRI CHAITANYA TECHNO SCHOOL